Spa Concierge

Come and join us in bringing the Raffles experience to London

The Raffles name is synonymous with luxury, glamour and extraordinary adventure. Raffles London at The OWO on London’s Whitehall, unites the allure and heritage of Raffles with one of the world’s most historic addresses. 

This fine Grade II* Edwardian building has been transformed into a spectacular stage for dazzling celebrations; with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space. Within these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections. 

At Raffles, you arrive as a guest, leave as a friend and return as family. ​

Scope Of Position

Your role will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.

The Spa Concierge welcomes all spa guests and members who enter the spa and fitness area as well

as primarily support in the successful booking of spa treatments. They are responsible for providing customised, personal attention, anticipating the guests’ and members’ needs, and escorting them to

the appropriate areas throughout the spa. Appropriate and warm guest communication and

engagement is essential to the success of this role. The reception role supports the overall

communication for a smooth guest experience.

You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests’ expectations.

Responsibilities

Operation

• Be a host to the guests and members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
• Receive and respond to all guest and member concerns, comments or complaints with discretion and urgency.
• Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
• Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
• Handle all transactions and maintain the daily balance with efficiency and accuracy.
• Schedule treatment bookings and ensure smooth operation of the reception.
• Ensure ambience levels, such as lighting and music are correctly set and maintained and all FOH areas are clean and organised.
• Maintain confidentiality for all spa guests and members and employees.

Report any security concerns to the hotel management relating to guest safety

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications, Skills & Experience

Essential

• Passion for wellness and previous experience working in luxury spa’s.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Why join our Raffles team?

Not only will you be joining one of the world’s best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.  
• Fun-filled events, whether that’s a pub quiz, team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.

What are the Raffles Values?

Be You: Be creative, innovative, and enthusiastic, showing your personality and flair.

Be Kind: Demonstrates humility and generosity through emotional connection with colleagues and guests.

Be Happy: Consistently uplifting colleagues and guests through a joyful connection and positive personality.

Be Confident: Openly shares knowledge and skills with other colleagues to achieve excellence.

Have Your Purpose: Demonstrating care and responsibility within your role, to make a tangible impact on the business.